If your brand has a digital community, such as a private social network, discussion forum or social intranet, chances are that you’ll have a team, or an individual, looking after and managing the community.
A human moderator is always necessary with anything digital and a social community is no different. No matter how fluid an application runs, no matter how much easier it makes the running of your business, there’s always a need to have a ‘human touch’ so to speak, guiding the way.
In our guide to community management, we’ll suggest some of the best ways to manage your digital communities.
Keep your discussion forums clean with proper community management
When you give your customers a space to express themselves, it can do wonders for your brand. As a transparent, modern institution, you’ll be seen as having nothing to hide, being on-hand to answer questions as well as offering help to those that need it.
However, when you provide that very same platform for your customers to voice their opinions, you’re also creating vulnerability for your brand. And while every company recognises this, it’s brand-savvy to know when to keep the extremes moderated as well as let the organic, natural community build.
Telligent Community’s discussion forums, equipped with auto-spam detection, full moderation capabilities and abuse management tools keep your community in check.
Be an authoritative provider of content
User generated content is one of the most fantastic pieces of – essentially cost-free – marketing a business can do for itself. With your customers, commenters and forum members regularly posting on your forums, blogs and wikis, you’ll soon find yourself with a plethora of content that’s focussed on your brand’s area of specialism. As we know, this type of content is great for search engine optimization.
However, what we will say, is that by providing a stream of regular, authoritative content that comes from your brand and your experts, you help to maintain the position of trusted authority, and this is a great way to indirectly manage and influence your community through rich blogs and in-depth wikis.
Show your digital community the answers
Besides providing blogs that sit alongside user-generated content, to give contrast, another way to take part in community management is by providing official, certified answers to the questions that your customers are already asking in the community.
Arguably, the best, and most effective, way to do this is by hosting and moderating a question and answer forum. Still retaining all the benefits of a discussion forum, as far as the creation of user-generated content goes, a question and answer forum also gives you the added community management element of providing that all-important voice of authority. Telligent Community does this by letting you provide ‘suggested answers’ and ‘accepted answers’ to customer questions.
Ask us about community management with Telligent
By making sure you hit the ‘sweet spot’ between maintaining your community and letting it flourish organically, you’ll be on your way to building a brand image that’s both trustworthy and authoritative. Through the use of rich blogs, question and answer forums, discussion forums and many more out-of-the-box features, Telligent Community is the perfect tool to facilitate a digital return on investment for your business. Speak to our experts today for more information.
Read about our customer and community analytics here.